Ewallet withdrawal issue

On the 19th of January I requested an ewallet withdrawal to my cellphone number . I received a sms instruction on how to create a pin using *120*277#. When I dial the number it requests airtime and my cellphone number is a contract number which only has minutes and data and cannot be topped up. I usually get an ewallet sms that includes a pin that lasts for 16 hours however the Supabets ewallet procedure is different which I was not aware of. I went to FNB and they advised me that the sender must cancel the ewallet from their end and initiate an alternative method. I sent an email explaining the same thing I got a response that I must request to send to a another number that is a prepaid number I did just that, I called several times to find out the progress of the matter and everyone is giving me a run around they lie over and over again that I will be a called back since the 19 of January no one has called me back. The last interaction I had with them it was when I called and waited for a long time only to be told that I must send them a certified copy of my ID why wasn't that said on the first time I called them. I did send the certified copy still no response nothing from the end. The worse customer service I have ever received they all clueless and they have absolutely no care. May this issue please be resolved ASAP